Jordan spent the last decade managing large support teams. So why is he the perfect person to manage Neon's AI agents? Let's talk parallels between support team management and AI agent quality ops. Jordan and I worked together at Triplebyte back in the day. And since then... the man has been busy! Scaling person support teams, managing dozens of reps... setting up QA systems... building manager training programs... How does that qualify him to manage 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 at Neon Health? 𝗕𝗲𝗰𝗮𝘂𝘀𝗲 𝗺𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝗔𝗜 𝗮𝗴𝗲𝗻𝘁𝘀 𝗶𝘀 𝗮 𝗹𝗼𝘁 𝗹𝗶𝗸𝗲 𝗺𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝗮 𝘁𝗲𝗮𝗺 𝗼𝗳 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗿𝗲𝗽𝘀. In AI automation, edge cases crop up. First, you need to triage and handle those edge cases. Then, you must build systems to catch and handle those same edge cases the next time around. It's part of Neon's 𝗤𝘂𝗮𝗹𝗶𝘁𝘆 𝗙𝗹𝘆𝘄𝗵𝗲𝗲𝗹 – a pivotal piece of our model – and the secret to our success in automating complex, sensitive workflows across patient access. Welcome to the team Jordan! I couldn't be more thrilled to be back in the trenches together 🫡
Love what you are doing at Neon Health - keep working to make the patient/ provider experience as frictionless as possible!
It's been a privilege to see you work your magic Jordan, stoked to be on this journey with you!!
Managing AI agents isn’t just about algorithms—it’s about people, processes, and handling the edge cases that make or break performance. Jordan’s experience scaling support teams translates perfectly to building quality systems for AI, turning lessons from human workflows into smarter, more reliable automation. Excited to see how this approach will shape Neon’s AI operations!